Description and Requirements

Reporting to the Head of Service Operations, you will be responsible for leading, directing and managing service operations across APAC. Whilst the post is based out of the Dyson Singapore office you will be expected to travel frequently to all other APAC sites and on occasions internationally.  The post holder will work with external partners and internal support teams and be responsible for all aspects of service operations ensuring delivery of service in line with contract requirements achieving high quality and positive outcomes for service users

Market Overview:

Our Singapore story began in 2004 and today we have more than 1000 people working here. At the beginning of 2017 we opened our new, state of the art, Singapore Technology Centre in Science Park I, minutes from Singapore’s technology and start-up community. This new Technology Centre houses some of Dyson’s most advanced facilities including Robotics and Sensors laboratories and Smart Home, Connectivity & Mobile Applications laboratories as well as an Advanced Control Tower with the latest technology to develop its analytics-driven activities.

Not too far away is West Park, our flagship advanced motor manufacturing facility where we develop our autonomous robotic manufacturing capabilities – more than 300 robots assemble our Dyson Digital Motor (DDM) here. It is here that we develop our next generation of motor technology.

Function Overview:

The End User Services Team in which this role is aligned exist to:
  • Deliver world class Service Desk and End User Computing Services to Dyson’s global employees (circa 11,500 users)
  • Ensure ITIL aligned governance and standards are adhered to across all aspects of IT globally
  • Drive continual improvement into the end user services space in light with Dyson’s growth
  • Establish and maintain strong relationships with the business, ensuring regular communication of service requirements, service improvements, risks, service changes, service outages and service issues.

Accountabilities:

Managing Contract Performance
  • Manage and develop strategic partnerships with 3rd party suppliers and internal support teams
  • Monitoring performance against targets and deliverables for all contracts
  • Ensuring contractual and regulatory compliance 
  • Reporting contract performance trends and issues to Head of Service Operations
  • Ensure appropriate Incident and Problem coverage is maintained to support Dyson 24x7 

Relationship Management
  • Communicate all operations issues and impacts to Head of Service Operations and key regional stakeholders
  • Take responsibility for customer escalations and act as a point of escalation 
  • Develop strong and trusting relationships with business stakeholders and international counterparts at any levels of the Dyson organisation in particular Head of Service Operations and other Service Operations Managers

Service Development 
  • Analysis of performance leading to service changes and improvements to increase user outcomes/level of satisfaction/perceived value of the service
  • Collaborative working with Service Operations Managers in other regions, Head of Service Operations and other key regional stakeholders  in order to strengthen the role and contribution of existing and new services
  • Collaboratively working with Service Operations Manager in other regions and the Head of Service Operations to continually refine and improve Operations procedures, policies and standards to conform to best practise (ITIL)
  • Collaboratively working with Service Operations Manager in other regions and the Head of Service Operations to continually refine and improve Incident, Problem, Change, Service Request and Knowledge Management processes and procedures with best practise (ITIL)
  • Provide on call support on a rota basis on weekends, bank holidays and holiday cover in order to provide major incident management and escalation services during this time. 

Skills:

Essential:
  • 3-5 years direct experience managing IT Operations and Service Desk in an enterprise scale, geographically distributed environment
  • Knowledge of IT service desk tools and best practices
  • ITIL trained with previous experience  of creating and implementing ITIL aligned policies and processes 
  • Ability to effectively communicate operational strategies, policies and processes
  • Experience with Vendor and Contract Management
  • A professional who can provide examples of transforming end user experience within a global company 
  • Solves highly complex, politically sensitive problems across teams 
  • Ability to influence across all sectors to gain alignment, agreement and commitments
  • Experience with Vendor and Contract Performance Management
  • Strong management skills 
Desirable:
  • A Bachelor’s or advanced degree preferred or equivalent experience.

Benefits Overview:

Dyson Singapore monitors the market to ensure competitive salaries and bonuses. Beyond that, you’ll enjoy a transport allowance and comprehensive medical care and insurance. But financial benefits are just the start of a Dyson career. Professional growth, leadership development and new opportunities abound, driven by regular reviews and dynamic workshops. And with a vibrant culture, the latest devices and a relaxed dress code reflecting our engineering spirit, it’s an exciting team environment geared to fuelling and realising ambition.